Closing a Customer Account

Quick Navigation:
Where to find a cancellation request
– Cancelling the customer on GoCardless
– Cancelling the customer on Zoho
– Cancelling the customer’s domain renewals
– Shutting down the customer service

Where to Find a Cancellation Request

Customer cancellation requests can be found within the “TWG – Account Department” tab on your Wunderlist account. Cancellation requests will always follow the naming structure copied below:

CANCELLATION – Cancel [CUSTOMER NAME] – [COMPANY NAME] – [CANCELLATION DATE]

Customer cancellation tasks will have a scheduled date of action which will indicate when the cancellation should be carried out.

It is important to note that within the scheduled tasks there may be additional notes. These can be viewed after clicking into the task (please see ‘Screenshot 2’)

Copied below is an example cancellation ‘Screenshot 1’. You can use the legend below to identify the different elements:
1 – TWG Account Department list
2 – Option to tick the task to complete
3 – Customer cancellation notes

Screenshot 1:

Wunderlist-Overview-Screenshot-1

Screenshot 2:

Wunderlist-Overview-Screenshot-2

Cancelling the Customer on GoCardless

Please note: Before continuing with this step you should ensure that all customer’s payments are up to date. For more information on this visit the following guide: “Training – How to Record a Customer’s Payments”

Step 1 – Please log into the GoCardless account using the link below:

CLICK HERE – GoCardless Login

You can log into the account using the login information that has been assigned to your previously. This can also be obtained by logging into “Password Keeper”.

Step 2 – After you have logged into the account you will be taken to the ‘Dashboard’ from here please use the ‘Search’ function in the top right to search for the customer and click into their account.

You are able to search by “Customer Name” as well as “Company Name”.

Step 3 – Inside the customer account, you will see an overview of the subscriptions they have (1), as well as payment history (2).

Provided all of the customer’s payments have been ‘Received’ then they would be eligible for cancellation (provided this was agreed previously).

GoCardless-Customer-Overview-1

Step 4 – If the customer is cancelling all of their services with us then you can cancel the entire mandate. To do this click the ‘Cancel’ button in the top right of the customer account (3) and confirm the choice.

If the customer has multiple services with us and wishes to cancel one (but keep others active) then you can cancel the ‘Subscription’ to do this click the red ‘X’ next to the corresponding subscription (4) and confirm the choice.

Please see the screenshot below for help on the above:

GoCardless-Customer-Overview-2

Cancelling the Customer on Zoho

Step 1 – Please log into the Zoho account using the link below:

CLICK HERE – Zoho Login

You can log into the account using the login information that has been assigned to your previously. This can also be obtained by logging into “Password Keeper”.

Step 2 – After you have logged into the account you will be taken to the ‘Dashboard’ from here you will need to click the ‘Recurring Invoices’ tab on the lefthand side of the page.

CLICK HERE – Recurring Invoices

Please use the search box at the top of the page to find and click into the customer account. You are able to search by “Customer Name” as well as “Company Name”.

Step 3 – Inside the customer invoice account, you will see an overview of the generated invoices and whether or not they are overdue (2).

Provided all of the customer’s payments have been ‘Recorded’ then they would be eligible for cancellation (provided this was agreed previously).

To pause the ‘Recurring Invoice’ click the ‘More’ tab in the top right (1) and click ‘Stop’

After this has been paused you will need to click the customer name (3) to navigate to the main customer account.

Please see the screenshot below on help with the above:

Zoho-Invoice-Overview-Screenshot-1

Step 4 – Before proceeding with this step ensure that ‘Oustanding Balance’ displays £0.00 on the account (3). You will also need to check the ‘Remarks’ (2) to see if there is any important information.

If ‘Oustanding Balance’ displays £0.00 the account can be closed. Before marking the customer as inactive you will need to add a note to say you are doing so. To do this click the ‘Edit’ button (2), this will take you to a new screen where can click ‘Remarks’ (4) and then add the note to ‘Remark’ (5).

Your note should be structured the same as below:

“[YOUR INITIALS] – [DATE] – Customer account closed on Zoho. Mandate cancelled on GoCardless. Contract Ended.”

Here is an example:

“HT – 01/01/2019 – Customer account closed on Zoho. Mandate cancelled on Gocardless. Contract Ended.”

After you have saved your note you can then continue. After you save your note you will be taken back to the main customer overview, from here you will need to click ‘More’ in the top right and then click ‘Mark as Inactive’.

The account is now closed on Zoho and you can move to the next step.

Copied below are two screenshots to help with the above:

Screenshot 1:

Zoho-Customer-Overview-Screenshot-1

Screenshot 2:

Zoho-Customer-Overview-Screenshot-2